**** to and messed around by MTN

I took out a new contract with MTN Online and the phone was delivered on Friday the 13th November. During the period of delivery I called in to as how must I select my cell number for the contract so that the contract is activated on the number of my choice which is #########. I was told that when the phone is delivered all I have to do is call activations and they will activated the contract on the cell phone number of my choice.

I have been trying to activate the contract since then without success. I have afforded MTN several opportunities to rectify this over 18 working days and cannot wait any longer as I have had to now start buying airtime even though I am paying for a contract.

The details are logged as follows:

1. Spoke to Palesa from MTN online : *** (Friday 13th November) • Advised me to 1st port my cell number from MTN to Vodacom. I had to go into the store to do this because I had to buy a new sim card. Number was ported to MTN overnight on Friday and was active on Saturday. Had to buy airtime at this point because the number was now pre-paid. • She also told me to - Call Activations to select number: *** once the number was ported. • Only able to call on Monday because Activations do not work on weekends. 2. Spoke to Vuyo from Activations (Monday 16th November at 08:00 AM) and he escalated and sent through an email to Ilula team because he could not complete the action. 3. Spoke to Hazel from Activations and transferred me to Contract Management team who transferred me to Rewards Co (Tuesday 17th November). This total call lasted nearly an hour and all • Rewards Co No.: *** • Rewards Co said they cannot help me and could only transfer me back to Activations because it is out of their control. This was an endless loop. • Tried calling in again but no succes. 4. Spoke to Litha (Wednesday 18th November at 11:00) • Litha again escalated the issue and sent a mail to Ilula Team just like Vuyo. • Ref no. Req ######### • Ilula system 5. Spoke to Kholofelo on Thursday 19th November at 9:40 – confirmed that ilula team has still not acknowledged receipt of the work they need to do. • The issue was escalated again. 6. Spoke to Palesa on Monday 23rd November at 10:30 and she re-escalated the issue. • The issue was escalated again. 7. Sent email to complaints and Icasa

8. Called Activations on 30th November 2020 at 09:22 • Spoke to Dumo and the call dropped

9. Called Activations on 30th November 2020 at 09:26 • Spoke to Thembi and she cant help. She can only send an email to ilula team and she transferred my to the general help desk.

10. Minenhle from Help Desk said the MTN Store can cancel the New Sim Phone Number and activate the new contract on my number of choice. • Ref No. : 1-########

11. Spoke to kholofelo on 08th December at 11:05 and she confirmed the ilula system support team is not responding. She said my request is impossible to complete and cannot be done.

What is going on!!!